Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Use case
Say goodbye to WISMO & WISMR calls —for good
Turn post-purchase silence into proactive customer engagement. Lighten the load on customer service teams with seamless tracking, proactive updates, and a frictionless delivery and returns experience.
Why retail brands love us
“parcelLab pays for itself year-over-year by maintaining the predictability of our WISMO volume, bringing in incremental value through email and tracking page revenue, and connecting qualitative CX insights and OPS performance data to continue optimizing and reengineering the way we deliver on our post-purchase promise.”
Julia Babina
VP of Supply Chain
”parcelLab helps in significantly reducing customer service inquiries and returns, which in turn cuts operational costs, making our processes more economical and efficient. ”
Robin Watkins
Head of Logistics and Fulfilment
How parcelLab reduces WISMO & WISMR calls
Stop WISMO and WISMR calls before they happen. With real-time tracking, proactive updates, and a seamless returns experience, parcelLab keeps customers in the know—so they never have to ask, “Where’s my order?” Smart exception handling and multi-carrier tracking ensure transparency at every step, while integrated customer service tools free up agents to focus on what really matters.
Split shipments, delays, and carrier mix-ups? Send proactive updates
We enable brands to unify tracking across multiple carriers, warehouses, and delivery types, ensuring customers stay informed without needing to ask.
KEY FEATURES:
- Smart exception handling: Identify and communicate delays, lost packages, and delivery disruptions before customers ask
- Multi-carrier, multi-warehouse visibility: Unify tracking for partial shipments, multiple carriers, and fulfillment locations
- Branded notifications across channels: Keep customers updated via SMS, email, or chatbot integrations
Cut return inquiries with customer-friendly solutions
Don’t force customers to call for returns, parcelLab’s self-service returns portal provides real-time return status, exchange options, and store credit incentives.
KEY FEATURES:
- Instant refunds & exchanges: Reduce frustration by offering store credit or automated refunds upon the first scan
- Return insights & drop-off visibility: Customers know exactly where their return is and when they’ll get their refund
- Personalized return options: Encourage exchanges, store credit, or gift cards over full refunds
Your agents need more than just an order number
Empower them with centralized data. We connect with Zendesk, Salesforce, Gorgias, and more—bringing all orders, returns, and delivery updates into one place. No more switching between systems—just fast, effortless support.
KEY FEATURES:
- Customer service dashboard: One-click access to real-time order, tracking, and return details
- Automated alerts & watchlists: Prioritize urgent tickets based on delays or missing shipments
- Pre-written customer responses: Equip agents with templated, data-driven answers for faster resolutions
Say goodbye to WISMO overload—let our WISMO resolution agent do the work
Impact of reduced WISMO and WISMR calls
Lower customer support costs
Cut down on inbound inquiries with proactive updates and real-time tracking. Keep customers informed while freeing agents to focus on higher-value conversations that build loyalty and drive satisfaction.
Improve operational efficiency
Streamline your post-purchase experience by automating tracking updates and returns processing. Reduce the manual workload for your team while keeping customers informed in real time—so everything runs smoother, faster, and with less effort.
Keep customers happy
Keep customers in the loop with real-time updates and full transparency. Less frustration, more trust, and a better experience that keeps them coming back.
Make data-driven decisions
Get clear insights into delivery performance and customer behavior, so you can optimize operations and improve the post-purchase experience
Every update is a chance to reduce WISMO calls, build trust, and keep customers coming back
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%
Fewer open service tickets
Reduce burden on customer service agents
Set up watchlists and alerts to automatically send emails based on certain triggers
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min
Lower average call handling time
Deliver faster resolutions
Access all the information you need at a glance to solve inquiries faster
0
%
Fewer WISMO calls
Reduce support inquiries
Proactively update customers on orders and returns to prevent unnecessary WISMO calls.
Ready to get started? Transform your post-purchase experience today
Integrations
Work seamlessly with your existing tools
Seamlessly integrate with major carriers, customer service platforms, CRM, ERP, and logistics systems to reduce WISMO and WISMR calls. Optimize workflows, accelerate inquiry resolution, and keep every touchpoint connected for a smoother post-purchase experience.
Get a free assessment of your retail customer experience
We’ll place a real transaction with your brand to uncover gaps in communication, tracking, and returns. See how your experience stacks up—and where you’re leaving revenue and loyalty on the table.
Post-purchase audits reveal the real story. Experience your post-purchase journey through your customers’ eyes.
15-20%%
reduction in customer service tickets
“Service in luxury fashion is expected. It’s not nice to have or good to have – it’s a must. Our customer service teams assist in every step of our customer’s shopping experience, and parcelLab is a big game changer because instead of following up on already completed orders, our teams’ resources are freed up to build loyal client relationships and give the personal touch expected from our luxury brand.”
Olga Burfan
Head of Global eCommerce, Philipp Plein
Why users love parcelLab
Over 150 reviews on G2 and recognition as a Leader in post-purchase prove we’re making a real impact. We were even named one of G2’s Top 50 Supply Chain & Logistics Software products for 2025. But don’t take our word for it – here’s what our customers say.
Chandni B., Beauty Pie
Validated reviewer via G2
“Ease of seeing status of the package regardless of how many carriers you have. Lots of innovative features to continue to increase the customer experience. No limitations to licenses which is helpful for a large customer support team. Integrates into Zendesk really nicely meaning the team do not have to screen switch as often.”
Renee N., Sporting Goods
Validated reviewer via G2
“parcellab significantly reduces the number of WISO calls and ensures transparent communication about the shipment status to the customer. The data that Parcellab collects through tracking helps us to analyse our KPIs. This data is very valuable. We can use it to intervene in an emergency and, for example, change the carrier for a destination country.”
parcelLab user, Retail
Validated reviewer via G2
“We can customise carrier tracking communications, depending on the type of order and the carrier. When carriers sometimes deliver late due to road problems (for example), we can quickly modify the carrier’s communications and notify our customers.”
Sophie C., Force One Pharma
Validated reviewer via G2
“parcelLab addresses the vital challenge of enhancing customers’ satisfaction after purchase through tracking shipments in real time and engaging in proactive communication. Since clients are aware of their order status, it reduces other questions and queries about their shipment and orders hence freeing up the customer support team to tackle other complex issues. Other features, such as integration, help optimize our logistics, reducing the number of mistakes in shipping. In sum, parcelLab offers benefits for the customers enhancing satisfaction and optimizes the efficiency of the operations.”
parcelLab user, Luxury Goods & Jewelry
Validated reviewer via G2
“ParcelLab has been awesome for us! It has really changed how we handle the whole post-purchase process. Our customers stay updated all the time, which has cut down on those ‘where’s my order?’ messages a lot. I set up custom notifications pretty easily, and customers seem to like knowing exactly what’s happening. It works well with our Shopify store—no complicated setup—and it connects to all the carriers we use, so that was a win. The dashboard gives us some pretty detailed insights about our shipping performance that we never even thought to look at before, which has actually helped us improve our shipping process in itself.”
parcelLab user
Validated reviewer via G2
“ParcelLab has really been a great help within the business with tracking and deliveries. The real-time updates and proactive communication keep our customers in the loop, which cuts down on those where’s my order? questions. It’s also great for quickly sorting out any delivery issues that come up. I especially like that we can personalize the post-purchase messages—it turns a boring tracking update into something that feels branded and engaging. For us, it’s led to fewer support requests, smoother logistics, and happier customers. The analytics are also a nice touch, giving us insights to tweak our shipping and returns based on real results.”
Aldo F., PhoneSmart
Validated reviewer via G2
“parcelLab assists us in informing the customers on the status of their deliveries which reduces a number of calls and emails we receive. It also helped to reduce the number of customer cases our support team has to deal with, thus making the efficiency of our support staff higher. The real time and elaborate tracking and updates provide valuable information to the customers regarding the status of their shipment hence customers are highly satisfied. However, integrating to the current systems to manage orders becomes much easier because of its features.”
Your questions, answered
parcelLab integrates with all major carriers, fulfillment centers, and service platforms to provide up-to-the-minute tracking updates across multiple channels, including email, SMS, and branded tracking pages.
Our exception management system proactively identifies delivery issues, notifying customers and customer service teams before customers reach out. This helps avoid frustration and provides clear resolution steps
We provide a fully self-service returns portal that gives customers live return status updates, flexible return options, and immediate store credit incentives – eliminating the need for them to call.
Transform your post-purchase experience today
